Customer Service Representative

What Drives Success

The primary functions of the Customer Service Representative are to assist internal and external customers by providing product and service information and resolving customer issues.

Job Duties

• Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email.
• Provide information about the products and services, pricing, order status, billing, returns and credits.
• Troubleshoot and resolve product issues and concerns.
• Document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Ensure accurate and timely distributor order processing.
• Confirming pricing, item number/description and quantities are correct.
• Ability to research issues independently to determine root cause and corrective action needed.
• Demonstrate follow up action with customers, distributors, sales force, and end users.
• Provide continuous and responsive support to sales force.
• Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service.
• Shared reception responsibilities.
• Heavy filing, contract updates, data entry backup, special projects as needed.
• Other duties as assigned.

Skills & Qualifications

• Strong interpersonal, written, and verbal communication skills.
• Strong organizational skills with the ability to prioritize multiple responsibilities and effectively manage competing deadlines.
• Strong problem-solving and research skills with the ability to identify and resolve issues independently.
• Ability to work efficiently and effectively under pressure in a fast-paced environment.
• Ability to establish and maintain positive working relationships with customers, distributors, and internal teams.
• Proficiency in Microsoft 365 applications.
• Strong attention to detail and accuracy, particularly when processing orders and maintaining customer information.
• Positive and professional demeanor when interacting with internal and external customers.
• Ability to work effectively both independently and as part of a team.
• This is an onsite position with a regular work schedule of Monday through Friday, 8:00am to 5:00pm.

What We Are Looking For

Education

• High School Diploma or equivalent

Experience:

• Minimum of three years of related experience in customer service, inside sales support, order management, or a related field.
• Retail experience alone does not satisfy the related experience requirement.

Physical Requirements

• Ability to remain seated for prolonged periods of time.
• Ability to regularly use a computer, keyboard, mouse, telephone, and monitor for prolonged periods of time.
• Manual dexterity, coordination, and visual ability necessary to perform computer-based and administrative work.

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.